Colissimo shipping conditions

Purpose: This guide provides a comprehensive overview of the shipping conditions for the postal carrier Colissimo in France.

Shipping Methods (National)

Special conditions

Contact information: when creating a label, it is not possible to use telephone numbers from French Overseas. If you try to, the label announcement will fail.

Undeliverable parcel: If delivery cannot be completed, the parcel will be returned to the sender. Please note that this may incur additional charges, which are non-refundable.

Home Delivery

Service Point Delivery

Shipping Methods (International)

Special conditions

Contact information: when creating a label, it is not possible to use telephone numbers from French Overseas. If you try to, the label announcement will fail.

Delivery times: For more details on this regard, please consult the list prepared by Colissimo with all the countries covered by their international services.

Delivery partner: Colissimo international parcels are often delivered via DPD in destination countries, depending on local logistics partnerships.

Undeliverable parcel: If delivery cannot be completed, the parcel will be returned to the sender. Please note that this may incur additional charges, which are non-refundable.

Home Delivery

Service Point Delivery

Return Shipping Methods (National)

Special conditions

Contact information: when creating a label, it is not possible to use telephone numbers from French Overseas. If you try to, the label announcement will fail.

Home Delivery

Return Shipping Methods (International)

Special conditions

Contact information: when creating a label, it is not possible to use telephone numbers from French Overseas. If you try to, the label announcement will fail.

Home Delivery

Export documentation

Applicable for international shipments (outside European Union and special territories). More information is available in our Help Center articles: How to ship internationally with Sendcloud.

Required Documents

• Customs Declaration CN23
  • Print 5 copies
  • To automatically download your pre-filled customs documents when you create a label, in the Sendcloud panel go to Shipping > Printing options > Customs documents > Check the option Print customs documents with labels. Select the printer, the format and the number of copies.
  • To download your pre-filled customs documents after label creation, go to Created orders in Sendcloud > Click the eye icon > Actions > Download Customs Declaration.
• Paperless Trade (French Islands Shipments)
  • When shipping to the French Islands, the carrier utilizes the Paperless Trade system. This feature ensures customs documentation is automatically sent digitally to the carrier and associated with your parcel. More information is available in our Help Center articles: Send your customs documents digitally via Paperless Trade.
  • This applies to parcels shipped to Overseas France and parcels with the FTD/DDP (Franc de Taxes et de Droits et Delivery Duty Paid Fedex) option. This includes the following destinations: Guadeloupe, Reunion, Martinique, Guyane, Saint Barthélemy, Saint Pierre and Miquelon, Mayotte, New Caledonia, French Polynesia, Wallis and Futuna.
  • Please note that it can take up to three minutes for the form to be sent electronically once you create the label. After a few minutes, the following message will be visible:

• Sales Invoice
  • Print 5 copies
  • Download it from your webshop.
• Packing Slip (optional): How can I download picking lists and packing slips?
  • Print 5 copies
  • To download your packing slip, in the Sendcloud panel, go to Shipping > Created labels > Select the order/s by checking the box next to them > Click the arrow next to "Cancel" to open a drop-down menu and select Packing slip > Click Print.

Place all 15 documents (5 CN23/Commercial Invoice + 5 purchase invoices + 5 packing slip) inside a transparent envelope and attach it securely to the outside of the parcel.

VAT & EORI

• VAT and EORI number of the sender are mandatory for shipments outside the EU.
  • Learn more about your EORI and VAT number in our Help Center article: International shipping: VAT & EORI numbers.

HS Codes

• The Harmonized System code used to classify the type of product.
  • Use our practical guide and HS Code finder tool to correctly classify your items. Or check the European Commission official website.

Pick-ups

The pick-up service is not available with Colissimo. Therefore, a drop-off is required.

Please refer to the drop-off section for more information.

Drop-offs

General features

Parcels can be dropped off at any Colissimo Service Point location, which can easily find using their drop-off point finder tool.

Always keep your proof of handover until all your parcels are successfully delivered. This document is essential if you ever need to file a claim.

Package specifications

• Parcel Limit: There's no set parcel limit for drop-offs.
• Maximum Weight: 20 kg
• Maximum Dimensions:
  • Maximum length: 100 cm
  • Maximum girth (L + W + H): 150 cm

The maximum weight & dimensions can vary on the specific shipping method you've chosen. Please refer to the Shipping Methods section for detailed information.

Claims Process

If you ship using Sendcloud's rates, Sendcloud acts as the intermediary between you and [carrier]. In case of any incidents with your parcels, you can open a claim directly through the Support panel in your Sendcloud account. For more information in this regard, please refer to Sendcloud's article: How do I start an investigation or file a claim for my parcel?

This process ensures that all necessary documents are collected, resulting in a complete claim file that the carrier can process as quickly as possible.

Important Note: If you can not provide a purchase invoice in case of production / second hand products, then you may upload a statement in PDF format explaining the origin of the costs to complete all the required fields.

Claim deadlines & Required documentation

National & International claims

Compensation policy

National & International claims

Resolution time (estimated)

Once the claim is submitted to the carrier, we typically receive a response within 15 working days. Please note that this is an indicative timeline, and the actual resolution time is subject to the carrier's internal processes and can vary.

Sendcloud insurance

Do you want to insure your shipments for a higher value? This is possible with the help of our insurance: Sendcloud Shipping Protection (XCover).

Surcharges

The carrier will apply surcharges to your invoice if a parcel you ship does not meet the criteria laid out in their shipping conditions. We have created the following article so you can take all necessary action to avoid having to pay unwanted surcharge fees on your invoice: Colissimo surcharges.

Package Content Restrictions

Prohibited items

According to Colissimo Terms and Conditions, the carrier shall not accept:

• Hazardous Goods: Any goods subject to national, European, and international dangerous goods regulations (e.g., ICAO), including:
  • Explosives, munitions, and gases.
  • Flammable solids and liquids.
  • Oxidizing, toxic, infectious, corrosive, or radioactive substances.
  • Lithium batteries.

Note: Electrical or electronic devices powered by batteries must not be included in the same shipment as a liquid, gel, or aerosol.

• Contamination/Damage Risk: Items that, by their nature, packaging, or condition, may present a danger to personnel, the environment, transport safety, or damage other items or property.
• Financial & Currency: Banknotes, legal tender coins intended for circulation in France, and precious metals.
• Illegal Goods: Counterfeit items, narcotics, or items contrary to applicable laws and regulations.
• Weapons: Firearms that are not disassembled and not shipped separately in accordance with applicable legislation.
• Biological/Sensitive: Dead or live animals (except where regulations allow), ashes, and funerary relics, or any content infringing upon human dignity or integrity.
• Special Transport Needs: Goods requiring temperature-controlled transport.
• Media: Publications or audiovisual materials prohibited by any applicable law or regulation.

Please be aware that certain goods and substances are prohibited from being sent abroad due to international regulations. Adhering to these rules is crucial to prevent customs from seizing or destroying your shipment.

Please note that this list is not exhaustive.

For more information in this regard, please refer to Colissimo´s conditions: 4.5 Contents of the shipments

Label Validity, Updates & Cancellation

Understanding the ins and outs of label validity, updates, and cancellations helps in managing your shipments efficiently, avoid unexpected costs, and keeps your shipping process hassle-free.

Label validity

Make sure you use the label to ship your package before it expires:

• Colissimo labels are valid for 30 days after creation.

Label update

Address change:

• Parcel not yet shipped: you can easily correct the address by cancelling the original label and creating a new one. Using the "Duplicate" feature can simplify this process.
  • Steps to Cancel a Shipment or Label:
    1. Go to the Created Labels overview and select the shipment(s) you wish to cancel.
    2. In the dropdown menu (next to "Print label"), click "Cancel."
    3. Confirm the cancellation. The label will automatically move to the "Cancelled" tab.
  • Steps to Duplicate a Label (for creating a new one with corrections):
    1. Edit the original label in your panel by clicking on the eye icon next to it.
    2. Select the "Edit new label" option from the dropdown menu of the "Actions" button.
    3. Modify the data you need to change (e.g., the address).
    4. Confirm the label creation.
    5. You will find the new label in the "Created Labels" tab.
• Parcel Has Already Been Shipped: you will need to contact our Customer Service department directly. They will be able to assist you with the process for an address correction in transit.

Cancellation deadline

If you don't use a label, it's essential to cancel it to avoid being charged.

If you cancel the label before 23:59 on the day of creation, you will not be charged.

If you cancel it within 42 days of its creation, the costs for this shipment will be corrected on your next invoice.

After 42 days, it will no longer be possible to cancel or request a refund for the label.

For more information in this regard, please refer to Sendcloud's article: How to cancel my shipment?

Direct Contract Shipping

You can easily integrate your direct contract with [carrier] into your Sendcloud account. Our Colissimo contract activation guide explains how to connect your contract, allowing you to ship under your own terms and conditions.

Note: For detailed information on shipping methods and pricing, please contact your Colissimo's account manager.

By shipping with Colissimo, you automatically accept their terms & conditions.

You can review the full details here:

General Transport Conditions